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When managing ''[[glossary|tickets]]'', it is possible to send (an view received) ''[[glossary|messages]]'' related to them. Based on ''[[glossary|workflow]]'', it can be useful to create some message templates in order to standardize communications. For example, a standard message to communicate that there will be a delay in handling the ticket.
 
When managing ''[[glossary|tickets]]'', it is possible to send (an view received) ''[[glossary|messages]]'' related to them. Based on ''[[glossary|workflow]]'', it can be useful to create some message templates in order to standardize communications. For example, a standard message to communicate that there will be a delay in handling the ticket.
  
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The Ticket Message Templates in the Grant Management tab of workflow configuration allows to create any standard message template which will be later available
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The <u>''Ticket Message Templates''</u> in the <u>''Grant Management''</u> tab of ''[[glossary|workflow]]'' configuration allows to create any standard ''[[glossary|message template]]'' which will be available for choicewhen sending ''[[glossary|ticket]]'' related ''[[glossary|messages]]''.
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To create a ''[[glossary|ticket message template]]'' it is required to provide the following information, as shown in the screen below. No field is mandatory.
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{| class="wikitable"
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! Field !! Description
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|-
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|<u>Template Name</u> || The name of the ''[[glossary|message template]]''. 
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|-
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|<u>Description</u> || The description of the ''[[glossary|message template]]''. 
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|-
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|<u>Status</u> || The status of the ''[[glossary|message template]]''. If "Active" it will be available, if "Inactive" not. If set as "Default" it will be TBC.
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|-
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|<u>Roles</u> || TBC.
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|-
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|<u>Recipients</u> || The recipients to whom the ''[[glossary|message]]'' will be sent.
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|-
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|<u>CC</u> || Carbon copy recipients to whom the ''[[glossary|message]]'' will be sent.
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|-
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|<u>BCC</u> || Hidden carbon copy recipients to whom the ''[[glossary|message]]'' will be sent.
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|-
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|<u>Subject</u> || The subject of the ''[[glossary|message]]'' which will be sent.
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|-
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|<u>Body</u> || The body text of the ''[[glossary|message]]'' which will be sent.
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|-
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|<u>Attachment</u> || Any attachment which will be added to the ''[[glossary|message]]'' to be sent.
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|-
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|<u>Quick Ticket Recipients</u> || Recipients to whom the ''[[glossary|message]]'' will be sent selected through their ''[[glossary|role]]'' in context.
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|}
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[[File:Statuses message template form screen.JPG|none|thumb|850x850px|Message template form]]

Versione attuale delle 21:52, 14 gen 2016

When managing tickets, it is possible to send (an view received) messages related to them. Based on workflow, it can be useful to create some message templates in order to standardize communications. For example, a standard message to communicate that there will be a delay in handling the ticket.

The Ticket Message Templates in the Grant Management tab of workflow configuration allows to create any standard message template which will be available for choicewhen sending ticket related messages.

To create a ticket message template it is required to provide the following information, as shown in the screen below. No field is mandatory.

Field Description
Template Name The name of the message template.
Description The description of the message template.
Status The status of the message template. If "Active" it will be available, if "Inactive" not. If set as "Default" it will be TBC.
Roles TBC.
Recipients The recipients to whom the message will be sent.
CC Carbon copy recipients to whom the message will be sent.
BCC Hidden carbon copy recipients to whom the message will be sent.
Subject The subject of the message which will be sent.
Body The body text of the message which will be sent.
Attachment Any attachment which will be added to the message to be sent.
Quick Ticket Recipients Recipients to whom the message will be sent selected through their role in context.
Message template form
Estratto da "http://wiki.itmsuite.eu/index.php?title=Workflow_configuration_steps_-_Ticket_message_templates&oldid=2271"